Advanced Technology for Maximum
Performance

BonFire Support Options

BonFire SAN software gives
you a range of support options. All are provided on an
annual basis, but can be purchased for up to three years at
a time.

BonFire SAN annual support fees and options

Annual Support Contract
options

Usable Terabytes

<=20TB

<=60TB

>60TB

Basic Support for BonFire SAN software

575

995

1,595

Premium Support for BonFire SAN software

775

1,195

1,795

7x24 Support for BonFire SAN software

2,155

2,575

3,175

Direct
Connect 7x24 Support for BonFire SAN software

6,005

6,425

7,025

Support reinstatement fee

1 year

Discount for 3 year support purchase

15%

Annual support
options: Support costs are determined by the
grade of service, and the usable storage available on the
system.

Basic
support provides support within eight business-day hours of
your ticket submission: this time tomorrow, if today and
tomorrow are both business days. Support is normally
limited to email responses to your questions.

Premium support provides responses within 4 hours of a
reported problem, within the framework of a 9am to 5pm
business day.
Thus, a reported problem this morning will get you a
response in the afternoon, but a problem reported this
afternoon may not be answered until tomorrow. Response
includes connecting to your system and making relevent
changes if you authorize this. Direct connection and
repair normally reduces the time required to address an
issue.

7x24
support provides responses within 4 hours of a reported
problem even when a problem occurs overnight or on a
weekend. Response includes connecting to your system
and making relevent changes if you authorize this.
Direct connection and repair normally reduces the time
required to address an issue.

Direct Connect 7x24 gives you a direct connect and phone
number to a named individual support person. Direct
connect support begins almost immediately with someone
familiar rather than waiting for the ticket system.
Response includes connecting to your system and making
relevent changes if you authorize this. Direct
connection and repair normally reduces the time required to
address an issue.

Software upgrade
entitlement is is an integral part of the support
purchase.

Support
reinstatement fee. If the support agreement
is allowed to expire, then there is a fee equal to one
year's charges to re-instate the support arrangement.
Hourly and fixed-fee one-time support is not available.

Multi-year support
agreements. If you wish to pre-pay support
for three years, rather than one, you can deduct 15% from
the support price.